Client Label

Client Info Rule ID identifier

Legal name

Client legal name

This name will be utilized in outbound correspondence if a Common Name isn’t provided.

Common Name

Client common name

This name will be utilized in outbound correspondence when provided.

Phone

Client phone number

This phone number will be displayed, as formatted, in outbound correspondence.

Fax

Client fax number

Optional field that will be displayed in letters, as formatted, in outbound correspondence.

Email Address

Client email address

Attention

Attention line in address

This setting will be used for return address on claim statements to direct the organization's mailroom or administrative staff to deliver to the specified recipient.

Address 1, Address 2, Address 3

Client address

City, State, Zip

Client address

Country

Client country

Logo

Client logo

Upload logo

Allow disputes against pending transactions?

Yes / No

When enabled, users can select pending transactions for applicable dispute reasons.

Allow customer contact date overrides?

Yes / No

Allow users to withhold provisional credit?

Yes / No

When enabled, users have the option to select applicability for Intake and back office users.

Allow Intake/External Client Users to withhold provisional credit?

Yes / No

Applicable if <Allow users to withhold provisional credit?> = Yes

Allow Back Office Users to withhold provisional credit?

Yes / No

Applicable if <Allow users to withhold provisional credit?> = Yes

Disputable Transactions

ACH, ATM Deposit, ATM Withdrawal, Balance Transfer, Card Pinned, Card Pinless, Check, Convenience Check, P2P, RTP Credit, RTP Debit, Wire, Zelle

To enable specific disputable transactions for External Users see your Customer Success Manager.

The chargeback minimum for fraud disputes is $________.

Currency

If blank, chargebacks will automate for all amounts when automation is available.

The chargeback minimum for non-fraud disputes is $________.

Currency

If blank, chargebacks will automate for all amounts when automation is available.

Chip Card Default?

Yes / No

Used when information is not provided from the associations.

PIN Preferring Chip Card Default (Deposit Accounts)

Yes / No

Used when information is not provided from the associations.

PIN Preferring Chip Card Default (Credit Card)

Yes / No

Used when information is not provided from the associations.

Auto Pay

Basic / Expert

Basic is used to apply a Auto Pay threshold to all claim types. To apply claim specific thresholds this setting should be set to Expert.

Upon submission, automatically pay claims that are less than or equal to $_________.

Currency

Only applicable if <Auto Pay> = Basic

Provisional Credit

Basic / Expert

Basic is used to apply a PC threshold to all claim types. To apply claim specific thresholds this setting should be set to Expert.

Upon submission, automatically grant provisional credit to claims that are less than or equal to $_________.

Currency

Only applicable if <Provisional Credit> = Basic

Should provisional credit be allowed on non-regulatory disputes?

Allow / Deny

Allow = Non-regulatory protected claims will be allowed to receive provisional credit either through Auto PC or manually via the review provisional credit assignment.

Deny = Non-regulatory protected claims will not qualify for Auto PC and skip manual provisional credit review. If the disputed amount is recovered a final credit would be issued at the time of the resolution.

Suspicious Velocity

More than ____ claims opened within 24 hours.

Previous Denial

One, or more, disputes on the current or another claim by the same customer/member was previously denied.

Non-protected Claims

Disputes without regulatory protection are excluded from Auto Pay and Auto PC.

Claims that are not protected by regulation, based on Regulatory Settings.

Early Transactions

A disputed transaction occurred within _____ days of the account opening.

Potential Claim Abuse

____ claims have been filed in the last ____ days.

New Account

Account was opened within the last ____ days.

Require a returned statement from the cardholder for ______________ on Reg E claims.

No Card Claims/ Fraud Card Claims/Non-Fraud Card Claims/All Card Claims

Applies to Reg E protected card transactions.

If not granted automatically during intake, I want to _______________.

Review specifically for provisional credit (All Claims) / Review specifically for provisional credit (Reg Bound Only) / Skip Review and Move to Disposition

Upon expiration of the regulatory provisional credit deadline, the review assignment should _________________.

Pend for Review / Skip to Disposition

Automatically write off claims where all disputes in Final Investigation are below $___________ and the sum of remaining disputes is less than $_____________.

Currency

This setting does not apply to reopened disputes.

Should this setting be applied to all claims or Reg covered claims?

Reg protected claims only / All Claims

Should disputes be written-off when a user granted provisional credit but did not go through recovery and no new information was provided?

Yes / No

Should this setting be applied to all claims or Reg covered claims?

Reg protected claims only / All Claims

Can users manually add transactions to a dispute?

Yes / No

Are users allowed to manually enter a transaction when the transaction is within the defined transaction history?

Yes / No

Applicable when <Can users manually add transactions to a dispute?> = Yes

Requires transaction history to be defined.

Should claims be reevaluated for final credit post merchant collaboration?

Yes / No

Write Off Decision

Basic / Expert

Applicable when <Should claims be reevaluated for final credit post merchant collaboration?> = Yes

Post merchant collaboration and merchant credit check, a final credit will be issued on claims that are less than or equal to $_______ and all transactions are below $________.

Currency

Applicable when <Write Off Decision> = Basic

When <Write Off Decision> = Expert the thresholds are configured at the transaction level.

Should claims be reevaluated for provisional credit post merchant collaboration?

Yes / No

Provisional Credit Decision

Basic / Expert

Applicable when <Should claims be reevaluated for provisional credit post merchant collaboration?> = Yes

Post merchant collaboration and merchant credit check, automatically grant provisional credit to claims that are less than or equal to $___________.

Currency

Applicable when <Provisional Credit Decision> = Basic

When <Provisional Credit Decision> = Expert the thresholds are configured at the transaction level.

Upon submission, automatically pay claims that are less than or equal to $_________ and all transactions are below $____________.

Currency

Only applicable if <Auto Pay>in All Claims section = Expert

Attempt recovery after paying

Checkbox

Only applicable if <Auto Pay> = Expert

Exclude Non-Fraud from Auto Pay

Checkbox

Only applicable if <Auto Pay> = Expert

Upon submission, automatically grant provisional credit to claims that are less than or equal to $___________.

Currency

Only applicable if <Provisional Credit>in All Claims section = Expert

Aged Transactions

One, or more, disputed transactions posted ___ days, or more, prior to the contact date.

Documents Required

A receipt of a written statement is required.

The Stop Payment fee amount $________.

Currency

Allow users to waive the stop payment fee

Checkbox

Non-Recurring Transactions Disclosure

A stop payment on this originating company will be in place for a period of ___ months.

During intake if a stop payment is placed on a non-recurring transaction the Non-Recurring Transaction Disclosure is displayed.

Recurring Transactions Disclosure

A stop payment on this originating company will be in place for ___________________

During intake if a stop payment is placed on a non-recurring transaction the Recurring Transaction Disclosure is displayed.

Any freeform value entered will display in the intake questionnaire disclosure.

Should verbal attestation be obtained to complete the written statement (WSUD)?

Request signature on Written Statement / Obtain Verbal Attestation on Written Statement

Post merchant collaboration and merchant credit check, a final credit will be issued on fraud claims that are less than or equal to $______ and all transactions are below $_________.

Currency

Applicable when <Write Off Decision> = Expert

Post merchant collaboration and merchant credit check, a final credit will be issued on non-fraud claims that are less than or equal to $_______ and all transactions are below $________.

Currency

Applicable when <Write Off Decision> = Expert.

Post merchant collaboration and merchant credit check, automatically grant provisional credit to fraud claims that are less than or equal to $_________.

​

Currency

Applicable when <Provisional Credit Decision> = Expert

Post merchant collaboration and merchant credit check, automatically grant provisional credit to non-fraud claims that are less than or equal to $_________.

​

Currency

Applicable when <Provisional Credit Decision> = Expert

Upon submission, automatically pay fraud claims that are less than or equal to $_________ and all transactions are below $____________.

Currency

Only applicable if <Auto Pay>in All Claims section = Expert

Attempt recovery after paying

Checkbox

Only applicable if <Auto Pay> = Expert

Exclude Non-Fraud from Auto Pay

Checkbox

Only applicable if <Auto Pay> = Expert

Upon submission, automatically pay non-fraud claims that are less than or equal to $_________ and all transactions are below $____________.

Currency

Only applicable if <Auto Pay>in All Claims section = Expert

Attempt recovery after paying

Checkbox

Only applicable if <Auto Pay> = Expert

Upon submission, automatically grant provisional credit to fraud claims that are less than or equal to $___________.

Currency

Only applicable if <Provisional Credit>in All Claims section = Expert

Upon submission, automatically grant provisional credit to non-fraud claims that are less than or equal to $___________.

Currency

Only applicable if <Provisional Credit>in All Claims section = Expert

Aged Transactions

One, or more, disputed transactions posted ___ days, or more, prior to the contact date.

ATO Claims

Account Takeover (ATO) Claims are excluded from credit automation.

High Risk Merchant Category Codes

One, or more, disputed transactions have a MCC on the list below:

Add Merchant Category Codes to list

High Risk Point of Sale (POS) Entry Mode

One, or more, disputed transactions has a POS entry mode on the list below:

Add POS entry modes to list

Proprietary ATM Transactions

One, or more, proprietary ATM transactions are in dispute

Requested Documentation - Reg E

Require a returned statement from the cardholder for______________ on Reg E claims.

No Card Claims / Fraud Card Claims / Non-Fraud Card Claims / All Card Claims

Can users enter a same-day ATM manual transactions?

Yes / No

Post merchant collaboration and merchant credit check, a final credit will be issued on fraud claims that are less than or equal to $______ and all transactions are below $_________.

Currency

Applicable when <Write Off Decision> = Expert

Post merchant collaboration and merchant credit check, a final credit will be issued on non-fraud claims that are less than or equal to $_______ and all transactions are below $________.

Currency

Applicable when <Write Off Decision> = Expert.

Post merchant collaboration and merchant credit check, automatically grant provisional credit to fraud claims that are less than or equal to $_________.

​

Currency

Applicable when <Provisional Credit Decision> = Expert

Post merchant collaboration and merchant credit check, automatically grant provisional credit to non-fraud claims that are less than or equal to $_________.

​

Currency

Applicable when <Provisional Credit Decision> = Expert

Upon submission, automatically pay claims that are less than or equal to $_________ and all transactions are below $____________.

Currency

Only applicable if <Auto Pay>in All Claims section = Expert

Upon submission, automatically grant provisional credit to claims that are less than or equal to $___________.

Currency

Only applicable if <Provisional Credit>in All Claims section = Expert

Post merchant collaboration and merchant credit check, a final credit will be issued on fraud claims that are less than or equal to $______ and all transactions are below $_________.

Currency

Applicable when <Write Off Decision> = Expert

Post merchant collaboration and merchant credit check, a final credit will be issued on non-fraud claims that are less than or equal to $_______ and all transactions are below $________.

Currency

Applicable when <Write Off Decision> = Expert.

Post merchant collaboration and merchant credit check, automatically grant provisional credit to fraud claims that are less than or equal to $_________.

​

Currency

Applicable when <Provisional Credit Decision> = Expert

Post merchant collaboration and merchant credit check, automatically grant provisional credit to non-fraud claims that are less than or equal to $_________.

​

Currency

Applicable when <Provisional Credit Decision> = Expert

Upon submission, automatically pay claims that are less than or equal to $_________ and all transactions are below $____________.

Currency

Only applicable if <Auto Pay>in All Claims section = Expert

Upon submission, automatically grant provisional credit to claims that are less than or equal to $___________.

Currency

Only applicable if <Provisional Credit>in All Claims section = Expert

Aged Transactions

One, or more, disputed transactions posted ___ days, or more, prior to the contact date.

Post merchant collaboration and merchant credit check, a final credit will be issued on fraud claims that are less than or equal to $______ and all transactions are below $_________.

Currency

Applicable when <Write Off Decision> = Expert

Post merchant collaboration and merchant credit check, a final credit will be issued on non-fraud claims that are less than or equal to $_______ and all transactions are below $________.

Currency

Applicable when <Write Off Decision> = Expert.

Post merchant collaboration and merchant credit check, automatically grant provisional credit to fraud claims that are less than or equal to $_________.

​

Currency

Applicable when <Provisional Credit Decision> = Expert

Post merchant collaboration and merchant credit check, automatically grant provisional credit to non-fraud claims that are less than or equal to $_________.

​

Currency

Applicable when <Provisional Credit Decision> = Expert

Upon submission, automatically pay claims that are less than or equal to $_________ and all transactions are below $____________.

Currency

Only applicable if <Auto Pay>in All Claims section = Expert

Upon submission, automatically grant provisional credit to claims that are less than or equal to $___________.

Currency

Only applicable if <Provisional Credit>in All Claims section = Expert

Post merchant collaboration and merchant credit check, a final credit will be issued on fraud claims that are less than or equal to $______ and all transactions are below $_________.

Currency

Applicable when <Write Off Decision> = Expert

Post merchant collaboration and merchant credit check, a final credit will be issued on non-fraud claims that are less than or equal to $_______ and all transactions are below $________.

Currency

Applicable when <Write Off Decision> = Expert.

Post merchant collaboration and merchant credit check, automatically grant provisional credit to fraud claims that are less than or equal to $_________.

​

Currency

Applicable when <Provisional Credit Decision> = Expert

Post merchant collaboration and merchant credit check, automatically grant provisional credit to non-fraud claims that are less than or equal to $_________.

​

Currency

Send outbound communication?

Yes / No

Email include BCC?

Yes / No

Only applicable if <Send outbound communication?> = Yes

Email address for BCC

Email address

Only applicable if <Email include BCC?> = Yes

Use Deny Justification Correspondence

Checkbox

Enabled Deny Justification table

User can add freeform verbiage in the No Error letter?

Checkbox

Only applicable if <Use Deny Justification Correspondence> = True

Required Number of Deny Justifications

1 / 2 / 3

Only applicable if <Use Deny Justification Correspondence> = True

Introductory Paragraph (English) / (Spanish)

Freeform

Only applicable if <Use Deny Justification Correspondence> = True

Deny Justifications

Applicable to:

Name:

Justification Text:

Add Deny Justifications to table

Send a status letter every ___ days until claim resolution (blank is disabled)

Number

Is this client bound by RegE/RegZ?

Yes / No

Are weekends/holidays defined as day 0?

Yes / No

Only applicable if <Is this client bound by RegE/RegZ?> = Yes

Reg E 10/20

Start protection actions ___ business days at _____ Default: 10/20 business days

Dropdowns

Reg E 45

Start protection actions ___ business days at _____ Default: 45 business days

Dropdowns

Reg E 90

Start protection actions ___ business days at _____ Default: 90 business days

Dropdowns

Reg Z 30

Start protection actions ___ business days at _____ Default: 30 business days

Dropdowns

Reg E 90

Start protection actions ___ business days at _____ Default: 2 statement cycles

Dropdowns

ATM Deposit

Credit Voucher Accepted

Mastercard Claims

Deposit Not Received

ACH, ATM, Wire, RTP, Zelle

Duplicate Dispute

Money Transfer

Card, Non-Fraud

No Error

No Error Freeform

Never Posted

Out of Timeframe

Posted Late

Card

Proof of Authorization

Card

Resolved as Processed

Wire

Valid Card Present

Card

Withdrawn

Require commentary for all deny decisions?

Yes / No

Write Off Approval Level

Legacy Settings / Basic / Expert

Send for approval if any dispute on the claim's write off amount is greater than $______ or the claim's total value is over $_______.

Currency

Applicable when <Write Off Approval Level> = Basic

ACH - Send for approval if any dispute on the claim's write off amount is greater than $______ or the claim's total value is over $_______.

Currency

Applicable when <Write Off Approval Level> = Expert

Card - Send for approval if any dispute on the claim's write off amount is greater than $______ or the claim's total

Currency

Applicable when <Write Off Approval Level> = Expert

Bill Pay - Send for approval if any dispute on the claim's write off amount is greater than $______ or the claim's total

Currency

Applicable when <Write Off Approval Level> = Expert

Check - Send for approval if any dispute on the claim's write off amount is greater than $______ or the claim's total

Currency

Applicable when <Write Off Approval Level> = Expert

Zelle - Send for approval if any dispute on the claim's write off amount is greater than $______ or the claim's total

Currency

Applicable when <Write Off Approval Level> = Expert

Wire - Send for approval if any dispute on the claim's write off amount is greater than $______ or the claim's total

Currency

Applicable when <Write Off Approval Level> = Expert

Deny Approvall Level

Legacy Settings / Basic / Expert

Send for approval if any dispute amount to be denied is greater than $______ or the claim's total value is over $_______.

Currency

Applicable when <Deny Approval Level> = Basic

ACH - Send for approval if any dispute amount to be denied is greater than $______ or the claim's total value is over $_______.

Currency

Applicable when <Deny Approval Level> = Expert

Card - Send for approval if any dispute amount to be denied is greater than $______ or the claim's total value is over $_______.

Currency

Applicable when <Deny Approval Level> = Expert

Bill Pay - Send for approval if any dispute amount to be denied is greater than $______ or the claim's total value is over $_______.

Currency

Applicable when <Deny Approval Level> = Expert

Check - Send for approval if any dispute amount to be denied is greater than $______ or the claim's total value is over $_______.

Currency

Applicable when <Deny Approval Level> = Expert

Zelle - Send for approval if any dispute amount to be denied is greater than $______ or the claim's total value is over $_______.

Currency

Applicable when <Deny Approval Level> = Expert

Wire - Send for approval if any dispute amount to be denied is greater than $______ or the claim's total value is over $_______.

Currency

Applicable when <Deny Approval Level> = Expert

Applies to:

<Deny Reasons>

Selected <Deny Reasons> are not routed for approval

Provisional Credit Approval Level

Legacy Settings / Basic / Expert

Send for approval if the claim's total value is greater than $_______.

Currency

Applicable when <Provisional Credit Approval Level> = Basic

ACH - Send for approval if the claim's total value is greater than $_______.

Currency

Applicable when <Provisional Credit Approval Level> = Expert

Card - Send for approval if the claim's total value is greater than $_______.

Currency

Applicable when <Provisional Credit Approval Level> = Expert

Bill Pay - Send for approval if the claim's total value is greater than $_______.

Currency

Applicable when <Provisional Credit Approval Level> = Expert

Check - Send for approval if the claim's total value is greater than $_______.

Currency

Applicable when <Provisional Credit Approval Level> = Expert

Zelle - Send for approval if the claim's total value is greater than $_______.

Currency

Applicable when <Provisional Credit Approval Level> = Expert

Wire - Send for approval if the claim's total value is greater than $_______.

Currency

Applicable when <Provisional Credit Approval Level> = Expert

Applies to:

<Letter Names>

Selected <Letter Names> are not routed for approval